Employee retention is considered to be one of the biggest challenges affecting organisations (Das, Nandialath & Mohan, 2013).
The sample yielded a response rate of 282 respondents.
Subsequently, data were analysed using descriptive and inferential statistics.
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Research design, approach and method: The study is quantitative in nature, which follows a cross-sectional approach.
Data were collected using an established questionnaire, the retention factor management scale.Orientation: Call centre organisations are plagued with high levels of employee turnover and are challenged by effectively retaining their staff.Research purpose: The study sets out to establish factors that affect the retention of call centre agents and to determine call centre agents’ intention to leave.It is with this in mind that employees are viewed as an asset in any organisation.It can be said that ‘no technology can replace skilled communication, problem solving, and customer focus’ (Jacobs & Roodt, 2011, p. Organisations may find it easier to attract people; however, retaining them may be a great challenge as people are motivated by various factors (Grobler, Wӓrnich, Carrell, Elbert & Hatfield, 2011).Psychometric properties of the questionnaire for validity and reliability were assessed using factor analysis and Cronbach’s alpha coefficient, respectively, to ensure internal consistency.Data were collected using a convenience sample, and the participants of the study are call centre agents.Therefore, call centres need to find ways of retaining their staff.Management within the call centres is seen to have power, which is closely linked with that of Taylorism (Taylor & Bain, 1999).Consequently, ineffective management skills will result in agents becoming frustrated and hence leaving their organisation (Tse, Huang & Lam, 2013). A challenge that exists in most call centre organisations is the extreme employee turnover rates (Van Rensburg, Boonzaier & Boonzaier, 2013).According to Pierre and Tremblay (2011), turnover rates of call centres were 70% and increased by 30% from 2008 to 2011.